Customer Engineering

Omnissa • Mountain View, CA

2d

About The Position

We are seeking a passionate and highly skilled Customer Support Engineer to diagnose complex technical issues, communicate clearly with customers, and deliver an exceptional support experience . In this role, you will leverage your understanding of enterprise VDI solutions to ensure world-class product quality for customers across diverse virtual environments. You’ll serve as a technical mentor, champion continuous improvement, and help bridge teams through effective communication and leadership. This is an exciting opportunity to make a direct impact on enterprise software solutions powering today's remote and hybrid workplaces.

Requirements

• 3-5 years of experience in software engineering with a strong focus on customer engineering and support.
• Expertise in architecting, designing, and debugging enterprise software or cloud services using C++.
• Must be U.S. citizen residing on U.S. soil.
• Proven experience performing root-cause analysis and implementing solutions in high-performance, scalable systems.
• Hands-on proficiency in Python and PowerShell for automation and data analysis.
• Knowledge of profiling and debugging tools (e.g., Win DBG , W ireShark ).
• E xperience with virtualization/cloud environments (vSphere, AWS, Azure)
• Experience installing/configuring Windows and/or Linux OS, Active Directory, DNS.
• Experience in customer-facing problem solving .
• Excellent communication and teamwork skills.

Nice To Haves

• Familiarity with DevOps, Agile, and CI/CD practices and tools (Git, Perforce, JIRA, Jenkins) is preferred.

Responsibilities

• Troubleshoot and resolve customer issues across our products, including analyzing logs, reproducing issues, and collaborating with internal engineering teams when escalation is needed.
• Communicate solutions clearly and professionally , adapting explanations to each customer’s technical level.
• Document findings , including troubleshooting steps, root cause summaries, and knowledge‑base content to support self‑service.
• Collaborate cross‑functionally with Product, Engineering, and QA to ensure customer issues are understood and resolved efficiently.
• Advocate for the customer by identifying patterns in reported issues and recommending product improvements.
• Participate in on‑call rotations (if applicable) to ensure timely support coverage.
• Collaborate effectively with development, QA, automation, and product teams to deliver engineering solutions.
• Identify and drive s upportability improvements for products, tools, and processes.
• Participate in technical reviews, contributing to a culture of engineering excellence and high ownership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed